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Troubleshooting referral detection

Last Updated: Nov 26, 2015 07:15AM UTC
During the running your referral campaign, there may be some issues with referral tracking and detection. Here is a list of commonly faced issues and how to troubleshoot them. 
 

A. ReferralCandy isn't detecting my test referred purchases

When you initially set up your integration and test the referral detection process out, the referral testing process might fail because of a variety of reasons.

Here are some steps you can take to troubleshoot it: 

1. Referral detection can take up to 12 hours - Referral detection isn't immediate as the system needs some time to ensure the accuracy of referral detection. In some cases it can take up to 12 hours. Hence, if you've just tested the referral detection process, you might have to wait 12 hours before you see the referral appear in your ReferralCandy dashboard (in the meantime, please check the points below). 

2. Check to see if your store's integration with ReferralCandy is still working - There are two parts to the integration; inserting the javascript tracking code and forwarding invoice emails to ReferralCandy. A quick check you can do is to make sure that the referred friend's purchase appears on your account's purchases page, and for the tracking code, check that the last detected time is later than the time that the friend's purchase was made at the 'Integration' section of your account's status page. You can also learn how to troubleshoot integration here.

3. Check that the referral test was carried out correctly according to the instructions here - Testing the referral process

4. Check that you did not run afoul of fraud detection measures - Following the Testing the referral process in step 3 should allow you to get around the fraud detection measures, but just to be sure, check that:

  1. The referred friend's name is not the same as the advocate's name.
  2. The referred friend is not already an existing customer in your ReferralCandy account (check your account's purchases page to see if the referred friend had made a previous purchase).
  3. You cleared cookies before conducting the referral test and you used different computers and a different network to make the referred purchase.


5. Check that the referred purchase meets the criteria that you set for a referral - The referred purchase should be:

  1. For an amount that is higher than the minimum purchase amount.
  2. Within the number of purchases that counts towards a referral reward.


6. Check the referral reward - Make sure the referral reward is not expired (if you had set an expiry date), or you have sufficient single-use coupon codes to be used as rewards (if you are using single-use coupon code rewards). 

7. Check that your campaign is not stopped - Make sure that your campaign isn't stopped for any reason. If there are issues preventing your campaign from being activated, please resolve them first before carrying out the referral process test.

8. If all the above looks ok and the referral still doesn't seem to be detected, please contact us through the contact form in your dashboard with as much of the following information as possible -

  1. Advocate's email address: 
  2. Advocate's name: 
  3. Referred friend's email address: 
  4. Referred friend's name: 
  5. Referred friend's purchase time: 
  6. Referred friend's purchase amount: 
  7. Did you follow the instructions for testing the referral process
  8. Was the referred friend a new customer: 
  9. Did you carry out the test on different computers: 
  10. Did you carry out the test on different networks:



B. An advocate in my referral program claims that a referral that she made was not credited to her

Referrals might not have been detected or credited for a number of reasons:

1. Referred friend is an existing customer (whose previous purchase wasn't credited as being referred by the advocate). 

2. Referred friend did not meet the minimum criteria set for a referral - The referred purchase should be:

  1. For an amount that is higher than the minimum purchase amount.
  2. Within the number of purchases that counts towards a referral reward.


3. Referral detection failed due to fraud prevention measures (i.e. if the referred friend made the purchase using the same name as the advocate, used the same computer to make the purchase as the advocate etc). 

4. Referred friend did not click through from the advocate's referral link to make the purchase.

5. Other reasons - See Section "A. ReferralCandy isn't detecting the referrals that I'm testing" above for other reasons why the referral might not have been detected. 

Regardless of the reason why the referral was not credited to the advocate, you are able to credit the referral to the advocate (if you are satisfied that it is a legitimate referral). To do so, follow the instructions here.

If you'd like ReferralCandy to investigate further into why the referral was not flagged, please contact us through the contact form in your dashboard with as much of the following information as possible -

  1. Advocate's email address: 
  2. Advocate's name: 
  3. Referred friend's email address: 
  4. Referred friend's name: 
  5. Referred friend's purchase time: 
  6. Referred friend's purchase amount: 
  7. Was the referred friend a new customer: 



C. Orders placed by my staff are flagged as being referred by an advocate, how can I fix this? 

If orders placed by your staff on behalf of the customer are being flagged by ReferralCandy as referred by an advocate, it might be that the staff had viewed the advocate's referral link before placing the order. Hence, the system detected the order as being referred by the advocate.

To prevent this from happening, ensure that staff view all referral links using a different browser from the browser that they use to place an order on behalf of the customer. 

If this has already happened, you can take the following steps to fix this: 

1. Mark the referral as invalid or cancelled - This is assuming that the referred purchase is still within the referred purchase review period. If the referred purchase isn't within the review period, you will have to contact us to remove the referred purchase, with the following information. Please note that we will not be able to recall any rewards that have already been issued.

2. To prevent this from happening again - Please contact us with the IP address of your office / call center. We are able to ban that IP address from making referrals for your referral campaign. Note that doing so will not allow you to test the referral process from your office / call center in the future. 



 
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